Implementation Manager

Portland

Who we are and what we do

SurveyMonkey (Nasdaq: SVMK), is a leader in agile software solutions for customer experience, market research, and survey feedback. Our mission is to power the curious and enable organizations, including 98% of the Fortune 500, to transform feedback into action. Our brand is beloved and well known throughout the world—over 6 billion people have taken a SurveyMonkey survey! Today, more than 17 million active users rely on our platform to measure and understand feedback from employees, customers, website and app users, and the market. And our enterprise-grade products and solutions enable 335,000+ organizations globally to solve daily challenges—from delivering better customer experiences to increasing employee retention.

More about our Implementation Team

Our mission is help customers gain value from the GetFeedback Platform quickly with one-on-one implementation support. You will partner with other implementation managers and leadership to strategize onboarding plans to achieve quarterly team targets. You will report to a direct manager in the Customer Success Organization.

What we're looking for

We are looking for someone who has a technical background with Salesforce and is passionate about setting customers up for success with an all-star onboarding program. You will work with our Sales and Customer Success teams to provide a seamless transition during the early stages of the customer lifecycle leading to higher product adoption.

You will

  • Guide our most valuable customers to implement GetFeedback for Salesforce within the first 60 days of becoming a customer, resulting in early adoption
  • Ensure that all customers are trained on how to maximize their value within the platform
  • Use reporting tools such as Salesforce and Gainsight to identify customers who are at risk of not implementing and you will work with your team to avoid the risk
  • Document important customer information and track onboarding goals, project updates, and customer call notes
  • Partner with your team to create onboarding guides and processes as our products evolve
  • Periodically partner with Customer Success Managers to run customer demos and answer technical questions post onboarding

You have

  • Strong technical background in Salesforce: can customize a Salesforce layout, build custom objects, create email templates, and set up complex workflows
  • Experience with different email platforms
  • A consultative approach when explaining technical content to people of all backgrounds 
  • 2 or more years of prior onboarding and implementation job experience
  • a Salesforce Administrator certification

What we offer our employees

SurveyMonkey is a place where the curious come to grow. By embedding inclusion into our processes, policies, and culture for our 1,000+ employees across North America, Europe, and APAC, we’re building a workplace where people of every background can thrive. We’ve won multiple awards and received recognition for our forward-looking policies, including extended parental and bereavement leave, vendor benefits standards, and Take 4 sabbaticals.

SurveyMonkey was recognized by Great Place to Work® and FORTUNE as a top workplace in 2018 and 2019, and we have also won numerous awards as a leader in global survey software, including being named among CNBC’s Disruptor 50 and the Forbes Cloud 100. 

Our commitment to an inclusive workplace

SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Accommodations are available for applicants with disabilities.

Learn more about our diversity, equity, and inclusion efforts here. 

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